Customer information on national and international shipping

Updated 28 August, 2021

CURRENT INFORMATION IN CONNECTION WITH THE CORONA PANDEMIC

Active protection against virus transmission is the top priority everywhere at the moment and both we and the shipping companies we use have taken precautionary measures. In the following, we inform you about the changes in the shipping process:

Dispatch still from Monday to Friday

We continue to ship daily from Monday to Friday.

Changes in the delivery of parcel shipments

The mail order companies would like to limit the personal contact between the delivery person and the customer to a minimum.

Possibly no receipt: Some shipping companies do not require a receipt from the customer when accepting the parcel. Instead, the delivery person acknowledges the handover / deposit.
Alternative drop-off location: Instead of accepting a parcel in person, almost all shipping companies offer to deposit a parcel in a safe place determined by you ("deposit authorisation"). Please think carefully about whether you want to grant such a deposit permit, because the risk of loss after the parcel has been deposited lies with you in such a case. The shipping company may then argue that the parcel was delivered. Unfortunately, there are more and more cases where parcels are left "somewhere" after permission has been granted, not necessarily at the specified location. Providing evidence to the shipping service provider can be difficult here. We therefore recommend that you do NOT issue such parking permits. Please insist on personal delivery. If this is not possible, we recommend that you arrange for delivery to a Packstation. You can specify delivery to a Packstation here in the shop.
International shipments: For international shipments, the local delivery agent's handover procedure may differ, please check with your local delivery agent. Please note the additional information below

Transit time delays in shipping due to Covid-19 pandemic

Shipments within the EU: Due to the COVID-19 pandemic and the significantly increased volume of parcels, international shipments may still be subject to transit time delays. These can be caused by changes in the transport process (e.g. border controls), in international transport (e.g. discontinuation of air connections previously used for transport) and also in delivery in the destination country (e.g. protective regulations and quarantine measures).
Current information for delivery to business addresses abroad: When delivering items addressed to business addresses abroad (e.g. companies, retailers, authorities, shopping centres, etc.), problems may arise due to official measures (e.g. ordered business closures). It may not be possible to deliver such items or to inform the addressee that they can be collected from a parcel shop. This may result in delays and unwanted returns. Please make sure to provide a delivery address to which delivery can be made.
Current information: For up-to-date information, please check the information on current restrictions on DHL's international letter and parcel shipping page. For advice from our partner DHL, please read the following link: Impact on shipping and delivery by Deutsche Post DHL due to the Corona Pandemic

Restrictions on International Shipping outside Europe

International shipments outside the EU: For international shipments outside Europe, there are occasional shipping restrictions or shipping limitations. The situation changes daily, so please note the information on DHL's international letter and parcel shipping page at the following link: Effects on shipping and delivery by Deutsche Post DHL due to the Corona pandemic

SHIPPING SERVICE PROVIDER DHL

We deliver - with a few exceptions such as orders with a total weight of over 31.5 kg or special requirements - by DHL (Deutsche Post AG brand). For shipments abroad, local delivery is provided by a partner commissioned by DHL.

Delivery also to German islands and Packstation

We also deliver to all German islands and to packing stations in Germany.

Returns with DHL and "mobile returns

We offer you return labels for your returns to us. In Germany, DHL will also collect the items from you on request and bring a printed return label with it. You can also drop off your returns at 29,000 parcel shops and have the return label printed there. Printing is also possible at most Packstations. For details, please refer to the "Mobile returns" section on our information pages on "Returns & Returns".

SHIPPING COSTS AND DELIVERY TIMES (OVERVIEW)

Daily delivery from Monday to Friday

We deliver to you on all working days.

Free shipping from 100 EUR in Germany

We deliver free of charge within Germany from an order value* of 100.- EUR.

Free shipping from 250 EUR to all European countries (EU and Non-EU)

We deliver free of charge within Europe (EU as well as non-EU) from an order value* of 100.- EUR.

Order value: This is determined only by the actual items to be shipped. Digital products such as activation keys or services do not count towards the order value.

Shipping costs to Germany and International

DELIVERY AREA	Up to 50 EUR	From 50 EUR	From 100 EUR	From 250 EUR
Germany	6,90 EUR	2,90 EUR	free of charge	free of charge
EU	12,90 EUR	6,90 EUR	3,90 EUR	free of charge
Europe	19,90 EUR	15,90 EUR	9,90 EUR	free of charge
Worldwide (not USA)	34,90 EUR	29,90 EUR	24,90 EUR	19,90 EUR

Incoterms DAP - Cost bearing for shipping, import duties and customs :
shop.elabnet.de delivers on the basis of Incoterms DAP (Delivered At Place). This means that we bear the costs for packaging and shipping to the destination and prepare the export documents. The customer is solely responsible for any unloading charges and any costs incurred abroad for import clearance, customs and taxation.

An insured shipment is only made to customers who are consumers and only within the EU. Please inquire about additional transport insurance at sales@elabnet.de.

Surcharge on delivery times for international shipping

The delivery times for Germany are indicated with the respective item.

For shipments abroad, these deadlines are extended by the longer parcel delivery time and outside the customs union of the EU by the expense for customs and export declarations as well as customs clearance in the country of delivery. For shipments abroad, the following surcharges apply to the delivery times indicated on the item. For details, please see the information below for each delivery area.

DELIVERY AREA	Surcharge delivery time Orders up to 1000.- EUR	Surcharge delivery time Orders over 1000.- EUR
Germany	as stated	as stated
Austria	+ 1 - 2 days	+ 1 - 2 days
Switzerland & Lichtenstein	+ 3 - 4 days	+ 4 - 5 days
EU (customs territory)	+ 1 - 5 days	+ 1 - 5 days
Continent Europe	+ 2 - 14 days	+ 3 - 15 days
International	+ 2 - 19 days	+ 3 - 20 days

The indicated surcharges are to be added to the delivery time indicated for the item (which applies to delivery to Germany). Our shipping days are Monday to Friday, with the exception of public holidays (Bavaria). The time limit for delivery begins with payment in advance on the following day of dispatch after the payment order has been issued to the transferring bank, with other payment methods on the following day of dispatch after conclusion of the contract and ends with the expiry of the last day of the time limit. If the last day of the period falls on a Saturday, Sunday or a public holiday recognised by the state at the place of delivery, the next working day shall take the place of such a day.

SHIPPING COSTS AND DELIVERY TIMES (BY COUNTRY OF DELIVERY)

Delivery within Germany

Costs for packaging and shipping in standard shipping:
The costs for packaging and shipping for deliveries within Germany depend on the order value* and are based on the following table:

Up to 50 EUR 5,90 EUR
From 50.- EUR 2,90 EUR
Free shipping from 100.- EUR

Delivery area entire Germany incl. German islands:
We also deliver to all German islands at no extra charge.

Delivery to DHL Packstation:
If you wish delivery to a DHL Packstation, please indicate this under delivery address as follows:

"Contact details": Your first and last name, company if applicable
"Street" (first line): "PACKSTATION" "Packstation number" (e.g. Packstation 123)
"Street" (second line): "Your postal number" (e.g. 12345678)
"Postcode" and "City name": The postcode and city name where the PACKSTATION is located.

Desired location:
With our logistics partner DHL, you can specify the drop-off location either for individual parcels or permanently for all your items ("drop-off permit" or "garage contract"). If the delivery agent does not meet you at home, the items will be deposited in a safe and dry place specified by you and, if necessary, collected from there. A desired location is a place on your property chosen by you. It must be an unlocked room - this should always be dry, freely accessible and not visible to third parties. This free service is part of the "DHL Wunschpaket" offer. You can permanently store the desired location in your DHL customer account (registration required) for all shipments or specify it for individual parcel shipments via the parcel notification link sent to you, in shipment tracking or in the DHL App.

Important note regarding the drop-off permit: Please bear in mind that once the parcel has been dropped off, the risk of loss is your responsibility. If you do not find the parcel at the drop-off location, but the shipping service provider has documented the drop-off, it will be difficult for you to prove that the drop-off did not take place. We therefore advise you NOT to issue a filing permit. Instead, choose shipping to a DHL Packstation.

Desired neighbour:
Designate a neighbour in your direct vicinity to whom the delivery agent may deliver your items when you are not at home. The desired neighbour must be in your immediate vicinity, he or she should live in the same house, directly opposite or next door. Please inform your neighbour that you trust him or her to receive your items. This free service is part of the "DHL Wunschpaket" offer. You can permanently store the desired neighbour in your DHL customer account (registration required) for all shipments or specify it for individual parcel shipments via the parcel notification link sent to you, in shipment tracking or in the DHL App.

Important note on handover authorisation to the desired neighbour: Please bear in mind that you yourself (or the neighbour) are liable for the loss of the shipment after it has been handed over to the neighbour. If you do not receive the shipment from the neighbour, but the shipping service provider has documented the handover to the neighbour, it could be difficult for you to prove to the shipping service provider that the handover did not take place. We therefore advise you NOT to issue a delivery to a desired neighbour. Instead, choose delivery to a DHL Packstation.

Notifications:
As soon as a shipment has been deposited at your desired location or neighbour, the delivery person should leave a notification card in your letterbox, and you should also receive an e-mail notification.

Note: If you have activated the "Digital Delivery Notification" service in your DHL account under "My Data & Services", you will only receive an e-mail notification.

Express shipping on request for business customers:
We offer express shipping for business customers on request. Please note that due to the high volume of parcels at present, express shipping often only shortens delivery times by a few hours compared to standard shipping. Please consider whether this is worth the extra charge.

Delivery to Austria

Costs for packaging and shipping in standard shipping:
The costs for packaging and shipping for deliveries to Austria depend on the order value* and are based on the following table:

Up to 50 EUR 12.90 EUR
From 50.- EUR 6,90 EUR
From 100.- EUR 3,90 EUR
From 250.- EUR free shipping

These prices apply per order. Any partial or subsequent deliveries, if arranged by shop.elabnet.de, will be made at no additional cost.

Order value: This is determined only by the actual items to be shipped. Digital products such as activation keys or services do not count towards the order value.

Delivery period:
The delivery time for the respective items is stated directly with the item, but applies to shipping within Germany. For shipping to Austria, please allow one to two days longer. We ship from Monday to Friday, with the exception of public holidays (Bavaria).

If you order several items within the scope of one order for which different delivery times apply, we will ship the goods (unless otherwise agreed) in a joint shipment. In this case, the delivery time that applies to the item in your order with the longest delivery time will apply to your goods order as a whole.

The time limit for delivery begins on the following delivery day after issuing the payment order to the remitting bank in the case of payment in advance, and on the following delivery day after conclusion of the contract in the case of other payment methods, and ends with the expiry of the last day of the time limit. If the last day of the period falls on a Saturday, Sunday or a public holiday recognised by the state at the place of delivery, the next working day shall take the place of such a day.

Carrier DHL / Österreichische Post Aktiengesellschaft:
We ship - with a few exceptions for orders with a total weight over 31.5 kg or special requirements - exclusively by DHL (Deutsche Post AG brand). Shipments to Austria are delivered by Österreichische Post Aktiengesellschaft.

VAT-exempt intra-community delivery:
We deliver to business customers, authorised associations and organisations without charging German VAT. The prerequisite for this is the provision of a valid VAT identification number. The invoice address must correspond to the company address with which the VAT identification number has been deposited in the respective country. In case of deviations, we will not receive approval for a VAT-free joint delivery from the Federal Office of Finance.

Delivery to Switzerland and Lichtenstein

Costs for packaging and shipping in standard shipping:
The costs for packaging, shipping and customs declarations for deliveries to Switzerland and Lichtenstein depend on the order value* and are based on the following table:

Up to 50 EUR 19,90 EUR
From 50 EUR 15.90 EUR
From 100.- EUR 9,90 EUR
From 250.- EUR free shipping

These prices apply per order. Any partial or subsequent deliveries, if arranged by shop.elabnet.de, will be made at no additional cost.

Order value: This is determined only by the actual items to be shipped. Digital products such as activation keys or services do not count towards the order value.

Delivery period:
The delivery time indicated for the respective item applies to Germany. For shipping to Switzerland and Lichtenstein, please add 3 - 4 days. We ship from Monday to Friday, with the exception of public holidays (Bavaria).

Orders over 1000.- EUR: In this case, an export declaration must also be made to German customs. For the subsequent demurrage period, add another working day for the delivery period.

The time limit for delivery begins on the following working day after issuing the payment order to the remitting bank in the case of payment in advance, on the following working day after conclusion of the contract in the case of other payment methods, and ends with the expiry of the last day of the time limit. If the last day of the period falls on a Saturday, Sunday or a public holiday recognised by the state at the place of delivery, the next working day shall take the place of such a day.

Carrier DHL / DHL Switzerland / Liechtensteinische Post AG:
We ship - with a few exceptions for orders with a total weight over 31.5 kg or special requirements - exclusively by DHL (Deutsche Post AG brand). Shipments to Switzerland are delivered by DHL Switzerland.

Items to Liechtenstein are delivered by Liechtensteinische Post AG. Full tracking and tracing is not supported.

Customs and handling charges:

Customs: In postal traffic, the customer is considered the importer and is obliged to pay the amounts due for this, customs duty and VAT.
You can find more details on the websites of the Swiss Federal Customs Administration.

Customs clearance costs: As soon as the tax amount exceeds CHF 5.00, a taxable consignment is created. For the customs clearance work, the transport companies charge compensation for their service according to time and effort. In these cases, the customs clearance costs ("Postvorweisungstaxe") are added to the import duties.

Payment of charges: The charges to be paid to the state ("customs duty") and the costs of the transport companies ("postal remittance tax") are invoiced to the recipient together and in some cases collected directly when the consignment is delivered.

Delivery to EU countries

Please note that for products shipped internationally, not all of our service offerings may be available, instructions, user guides and safety warnings may not be in the language of the country of destination, the products (and accessories) may not be constructed in accordance with the standards, specifications or labelling requirements applicable in the country of destination, or the products may not comply with the electrical voltage and other electrical standards of the country of destination (and therefore may require the use of an adapter or converter).

Costs for packaging and shipping in standard shipping within the EU*:
The costs for packaging and shipping for deliveries within the EU depend on the order value* and are based on the following table:

Up to 50 EUR 12.90 EUR
From 50.- EUR 6,90 EUR
From 100.- EUR 3,90 EUR
From 250.- EUR free shipping

These prices apply per order to EU countries, insofar as they belong to the customs territory of the EU. Any partial and subsequent deliveries, if arranged by shop.elabnet.de, will be made without additional costs.

Order value: This is determined only by the actual items to be shipped. Digital products such as activation keys or services do not count towards the order value.

Countries of the EU (customs territory):

Andorra
Belgium
Bulgaria
Denmark (except Faroe Islands, Greenland)
Estonia
Finland (except Åland Islands)
France (except overseas territories and departments)
Greece (except Mount Athos)
Great Britain (except Channel Islands)
Ireland
Italy (except Livigno and Campione d'Italia)
Croatia
Latvia
Lithuania
Luxembourg
Malta
Monaco
Netherlands (non-European territories)
Poland
Portugal
Romania
San Marino
Sweden
Slovakia
Slovenia
Spain (except Canary Islands, Ceuta and Melilla)
Czech republic
Hungary
Vatican City
Cyprus (except northern part)

Delivery period:
The delivery time stated with the respective item applies to Germany. For shipping within the EU, please add 1 to 5 days. We ship from Monday to Friday, with the exception of public holidays (Bavaria).

The delivery period begins on the following working day after the payment order has been issued to the remitting bank in the case of payment in advance, on the following working day after conclusion of the contract in the case of other payment methods, and ends with the expiry of the last day of the period. If the last day of the period falls on a Saturday, Sunday or a public holiday recognised by the state at the place of delivery, the next working day shall take the place of such a day.

Carrier DHL:
We deliver - with a few exceptions for orders with a total weight of over 31.5 kg or special requirements - exclusively by DHL (Deutsche Post AG brand). For shipments abroad, local delivery is provided by a partner commissioned by DHL. In some countries Saturday delivery is provided in others not, please check with your local delivery agent.

Customs clearance, customs duties and taxes:
For shipments to EU countries, no customs clearance is required and no taxes are charged.

VAT-free intra-community delivery:
We deliver to business customers, eligible associations and organisations without charging German VAT. The prerequisite for this is the provision of a valid VAT identification number. The invoice address must correspond to the company address with which the VAT identification number has been deposited in the respective country. In case of deviations, we will not receive approval for a VAT-free joint delivery from the Federal Office of Finance.

Delivery Continent Europe (Non-EU or outside EU customs territory)

We are happy to accept orders from anywhere in the world. When sending shipments to international delivery addresses, customs duties, taxes and import fees may apply. These costs are the responsibility of the recipient in all cases.

We deliver on the basis of Incoterms DAP (Delivered At Place).

Please note that for products shipped internationally, not all of our service offerings may be available, instructions, user guides and safety warnings may not be in the language of the country of destination, the products (and accessories) may not be constructed to the standards, specifications or labelling requirements applicable in the country of destination, or the products may not comply with the electrical voltage and other electrical standards of the country of destination (and therefore may require the use of an adapter or converter).

Costs for packaging and shipping in standard shipping to European countries (outside the customs territory of the EU):
The costs for packaging and shipping for international deliveries depend on the order value* and are based on the following table:

Up to 50 EUR 19,90 EUR
From 50 EUR 15.90 EUR
From 100.- EUR 9,90 EUR
From 250.- EUR free of charge

These prices apply per order to all countries in continental Europe outside the customs territory of the EU, as far as supplied by us.

Order value: This is determined only by the actual items to be shipped. Digital products such as activation keys or services do not count towards the order value.

Countries Continent Europe (Non-EU):

Albania
Bosnia and Herzegovina
Faroe Islands
Greenland
Iceland
Macedonia
Republic of Moldova
Montenegro
Norway
Serbia
Ukraine
Belarus

Delivery period:
The delivery time stated with the respective item applies to Germany. For shipping outside the EU, please add 2 to 14 days. We ship from Monday to Friday, with the exception of public holidays (Bavaria).

Important information for orders over 1000.- EUR: This requires an export declaration at the German customs, which will be done by us. In addition, a subsequent waiting period of one day must be observed, so that a total of TWO days must be added to the delivery periods stated above.

The delivery period shall commence on the following working day after the payment order has been issued to the remitting credit institution in the case of payment in advance, and on the following working day after the conclusion of the contract in the case of other payment methods, and shall end with the expiry of the last day of the period. If the last day of the period falls on a Saturday, Sunday or a public holiday recognised by the state at the place of delivery, the next working day shall take the place of such a day.

Carrier DHL:
We deliver - with a few exceptions for orders with a total weight of more than 20 or 30 kg or special requirements - exclusively by DHL (Deutsche Post AG brand). For shipments abroad, local delivery is provided by a partner commissioned by DHL.

Customs clearance, customs duties and taxes:

You are responsible for ensuring that the product can be legally imported into the country of destination. When ordering from shop.elabnet.co.uk, the recipient is the importer and must ensure that all laws and regulations of the country of destination are complied with.

You authorise shop.elabnet.co.uk to appoint a transport service to act on your behalf with the customs and tax authorities of the country of destination when the products are imported, and to process and pay any import charges incurred on your behalf. Customs forms for parcels shipped to countries outside the EU will list the value of the items included in the shipment by product type. We reserve the right to provide Customs with such information to simplify the process for our customers or as a legal requirement. Customs may open packages for inspection, we have no control over this.

Customs or import charges will be levied once the package reaches your country. Fees for customs clearance are at your expense. Additional fees for customs clearance must be paid by the recipient; we have no control over these fees and cannot predict their amount. Customs regulations vary considerably from country to country. For more information, please contact your local customs authorities.

Note on customs clearance:
Customs authorities in some countries require the importer of a good to provide special proof of identification before a shipment is released. As the importer of the goods, you or the consignee of the shipment may be asked to provide an identification number, e.g. national identification number, CPF or tax number. If you have such a number, please provide it to us in the comments field of the order. We will then include it in the customs declaration.

Data protection:
Shop.elabnet.de takes data protection seriously. It is important for you to know how information about your order is used. Please note that cross-border shipments may be opened and searched by customs authorities. In addition, it may be necessary for us to pass on certain order, shipping or product information to our logistics partners so that they can process customs clearance and comply with legal regulations.

International delivery (not USA)

We are happy to accept orders from all over the world, but for legal reasons we cannot deliver to every country. For countries outside continental Europe, please enquire in advance at vertrieb@elabnet.de. Unfortunately, we cannot deliver to the USA due to the high insurance premiums for business liability insurance.

When sending shipments to international delivery addresses, customs duties, taxes and import fees may apply. These costs are the responsibility of the recipient in all cases.

We deliver on the basis of Incoterms DAP (Delivered At Place).

Costs for packaging and shipping in standard shipping Worldwide outside the EU:
The costs for packaging and shipping for international deliveries depend on the order value* and are based on the following table:

Up to 50 EUR 34,90 EUR
From 50 EUR 29,90 EUR
From 100.- EUR 24,90 EUR
From 250 EUR 19,90 EUR

These prices apply per order to all other countries outside the EU, as far as supplied by us.

Order value: This is determined only by the actual items to be shipped. Digital products such as activation keys or services do not count towards the order value.

Delivery period:
The delivery time indicated for the respective item applies to Germany. For shipping outside continental Europe, please add 2 to 19 days (strongly depending on the respective country of delivery). We ship from Monday to Friday, with the exception of public holidays (Bavaria).

Orders over 1000.- EUR: Here, an additional export declaration must be made at the German customs. An additional day must be added to the delivery period for the subsequent demurrage period.

The time limit for delivery begins on the following working day after issuing the payment order to the remitting bank in the case of payment in advance, on the following working day after conclusion of the contract in the case of other payment methods, and ends with the expiry of the last day of the time limit. If the last day of the period falls on a Saturday, Sunday or a public holiday recognised by the state at the place of delivery, the next working day shall take the place of such a day.

Carrier DHL:
We deliver - with a few exceptions for orders with a total weight over 10 - 30 kg (depending on the country) or special requirements - exclusively by DHL (Deutsche Post AG brand). For shipments abroad, local delivery is provided by a partner commissioned by DHL.

Customs clearance, customs duties and taxes:

Incoterms DAP - bearing the costs for shipping, import duties and customs: shop.elabnet.de delivers on the basis of Incoterms DAP (Delivered At Place - delivered ready for unloading at the agreed destination). This means that we bear the costs for packaging and shipping to the destination and prepare the export documents. The customer is solely responsible for any unloading charges and any costs incurred abroad for import clearance, customs and taxation. An insured shipment is only made to customers who are consumers and only within the EU. Any additional transport insurance must be requested.

You are responsible for ensuring that the product can be legally imported into the country of destination. When ordering from shop.elabnet.de, the recipient is the importer and must ensure that all laws and regulations of the country of destination are complied with.

You authorise shop.elabnet.co.uk to appoint a transport service to act on your behalf with the customs and tax authorities of the country of destination when the products are imported, and to process and pay any import charges incurred on your behalf. Customs forms for parcels shipped to countries outside the EU will list the value of the items included in the shipment by product type. We reserve the right to provide Customs with such information to simplify the process for our customers or as a legal requirement. Customs may open packages for inspection, we have no control over this.
Customs or import charges will be levied once the package reaches your country. Fees for customs clearance are at your expense. Additional fees for customs clearance must be paid by the recipient; we have no control over these fees and cannot predict their amount. Customs regulations vary considerably from country to country. For more information, please contact your local customs authorities.

Data protection:
shop.elabnet.de takes data protection seriously. It is important for you to know how information about your order is used. Please note that cross-border shipments may be opened and searched by customs authorities. In addition, it may be necessary for us to pass on certain order, shipping or product information to our logistics partners so that they can process customs clearance and comply with legal regulations.

MINIMUM ORDER VALUE / STAGGERED PRICES

No minimum order value

We welcome every order. We do not require a minimum order value nor do we charge extra for small quantities.

Graduated prices

Scale prices displayed in the shop are only valid for direct orders via the shop interface and only if the respective number of pieces is reached.

SHIPPING INSURANCE

If you are a consumer

We shall be liable without limitation until handover to you, irrespective of the value of the goods. The risk therefore only passes to the customer when the goods are handed over by the carrier - in the case of a parking permit / handover permit to the neighbour with the documented parking or handover to the neighbour. We recommend that you do NOT issue a drop-off or handover permit; instead, use collection from the post office branch or use dispatch to a Packstation.

If you are an entrepreneur

If elabnet.de ships the goods to a customer who is an entrepreneur, the risk of accidental loss and accidental deterioration is transferred to you as soon as we have delivered the goods to the forwarding agent, the carrier or any other person or institution designated to carry out the shipment. We only ship as a parcel, which is insured up to a maximum of EUR 500. If the value of the goods exceeds 500.- EUR and the customer wishes a correspondingly higher transport insurance for this, this can take place at the express wish of the customer for an additional charge.

WHERE IS MY ORDER?

Has my order already been shipped?

We try to ship your order as quickly as possible. 23 per cent of global energy-related greenhouse gas emissions are generated in the transport industry. Because of our commitment to sustainability, we ship all items in your order in one package whenever possible.

If you are waiting for your shipment, please check the status under "Order History" under "My Account" on shop.elabnet.co.uk. the Please check the order status and payment status of your order and the delivery times for the items. If you require advance dispatch of individual items in urgent cases, please write to us in the order comment or separately to sales@elabnet.de, quoting the "Order ID".

Track my shipment

We provide several ways for you to track the shipping status of your order, which we present below:

My Account:
Under my account you can view your orders ("order history"). In each line you will see a truck symbol. Clicking on it will call up the DHL shipment tracking directly.

Shipping information by eMail:
You have received an email from us with the shipment information. This email also contains a link to the DHL shipment tracking.

Tracking via app:
DHL also has an app available for you in the Apple, Google and Amazon app stores. You can also use it to track parcels and receive the release code for a pick-up at the Packstation. With the app, you can also enter and adjust the delivery time and the drop-off location.

Tracking International:
Not all contracted local delivery companies support DHL's shipment tracking. Tracking may therefore be limited depending on the country.

Change delivery and storage location (Germany)

For shipments to recipients in Germany, you can specify the drop-off location with our shipping partner DHL. Please note our important information on the transfer of risk ("Price risk").

Desired neighbour:
Designate a neighbour in your direct vicinity to whom the delivery agent may deliver your items when you are not at home. The desired neighbour must be in your immediate vicinity, he or she should live in the same house, directly opposite or next door. Please inform your neighbour that you trust him or her to receive your items. This free service is part of the "DHL Wunschpaket" offer. You can permanently store the desired neighbour in your DHL customer account (registration required) for all shipments or specify it for individual parcel shipments via the parcel notification link sent to you, in shipment tracking or in the DHL App.

<Importantnote on handover authorisation to the desired neighbour: Please bear in mind that you yourself (or the neighbour) are liable for the loss of the shipment after it has been handed over to the neighbour. If you do not receive the shipment from the neighbour, but the shipping service provider has documented the handover to the neighbour, it could be difficult for you to prove to the shipping service provider that the handover did not take place. We therefore advise you NOT to issue a delivery to a desired neighbour. Instead, choose delivery to a DHL Packstation.

Undeliverable deliveries:
Please always ensure that the delivery address is correct and complete. Especially if you have moved after a previous order, the delivery address stored in the shop could refer to this former address. Please ensure that the package can be delivered. If necessary, use shipping to a DHL Packstation if you are not expected to be present.

Not arrived:
If the delivery agent cannot find you, the shipment will either be repeated at a later time ("second delivery attempt") or stored at a local branch. You should then find a delivery notification in your letterbox. An undeliverable item will be stored at the local branch for about a week, after which it will be returned to us.

Undeliverabledue to wrong address:
If a delivery is not successful at first attempt due to an incorrect (i.e. wrong or incomplete) delivery address for which the buyer is responsible, the buyer must pay any additional shipping costs incurred due to the return shipment (as a rule, this only applies to foreign shipments) as well as the costs incurred for re-shipping.

Investigation into undelivered items

If a consignment is obviously lost, we are happy to have it searched for.

Waiting period:
DHL accepts such search requests at the earliest 2 weeks after the date of posting for shipments within Germany and the European Union, for shipments outside the EU even 3 weeks after posting. We therefore ask for your patience, as an investigation is not possible before this time. Outside the EU, an investigation can take up to several months. We have no influence on this.

Replacement shipment:
In urgent cases, we will send a new shipment. However, in the past, this effort was often not expedient because the original first parcel arrived before or at the same time as the replacement parcel. Therefore, please only request a forwarding from us if this is unavoidable for you.

In such cases, please contact us by email at service@elabnet.de.